Craig Vernon
Delaware,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
39
39
years of professional experience
Work History
Customer Service Representative Agent
United Healthcare Group
Delaware, OH
04.2022 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
Owner
Buckeye All Stars
Delaware, OH
01.2013 - 04.2022
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Created and monitored promotional approaches to increase sales and profit levels.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Optimized team hiring, training and performance.
- Maintained up-to-date administrative records to monitor operational conditions.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Customer Service Representative
Verizon Wireless
Dublin, Ohio
06.2008 - 01.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Trainer
Equitable Life Insurance
Delaware, Ohio
06.1983 - 06.2008
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Tracked attendance and progress against goals for each participant.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Gathered and organized supplementary material to support structured lessons.
- Identified and solved internal problems related to employee turnover by revamping training approaches.
- Eliminated process gaps by implementing new methods of standardized training.
Education
Associate of Arts - Business Management
Columbus State Community College
Columbus, OHHigh School Diploma -
Rutherford B Hayes High School
Delaware, OH06.1981
Skills
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Creating Accounts
- Call Documentation
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Upselling Products and Services
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Customer Service and Assistance
- Customer Account Management
- Production Quotas
- Data Entry and Maintenance
- Team Goals
- Strong Telephone Etiquette
- Client Relationships
- Documenting Problems
- Online Systems
- Navigational Skills
- Document and Records Management
- Performance Goals
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Quality Control Standards
- Team-Oriented and Cooperative
- Corrective Action Plans
- Policy and Procedure Adherence
Timeline
Customer Service Representative Agent
United Healthcare Group
04.2022 - Current
Owner
Buckeye All Stars
01.2013 - 04.2022
Customer Service Representative
Verizon Wireless
06.2008 - 01.2013
Trainer
Equitable Life Insurance
06.1983 - 06.2008
Associate of Arts - Business Management
Columbus State Community College
High School Diploma -
Rutherford B Hayes High School
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